FAQs – Frequently Asked Questions

Q: How can I become a Connecticut Water customer?
Q: How do I open an account?
Q: How do I close my account?
Q: How often do you bill?
Q: Why is my water bill so high?
Q: Can you give me some tips to save on my water bill?
Q: How do I read my bill?
Q: Why is my bill estimated and what causes an estimated read?
Q: What payment methods do you accept?
Q: If I leave my home for the winter, should the water be shut off?

Q: How can I become a Connecticut Water customer?
A: You first need to determine if water service is available in your location. Check out our service territory map to see if Connecticut Water services your town. If so, call us at 1-800-286-5700.

Q: How do I open an account?
A: To have your water service turned on, we need the following:

• Service address
• Name(s) to appear on the account
• Telephone number(s)
• The date you want service to begin. (No weekends or holidays)
• Notification if you are buying or renting the property
• If you are renting, we need you to complete a Billing Authorization Form.

Bills are issued on a quarterly basis. Your first bill will be generated by the next quarterly meter reading scheduled for the property.

Q: How do I close my account?
A: To close your account, we need the following information:

• Your account number or service address
• The date service should be taken out of your name (The water may be shut off as early as 8 a.m. on the day you ask to discontinue service unless another party asks to begin service on the same day)
• Your mailing address for the final bill
• A current daytime phone number

Our Field Service representative will be at the service address on the date requested, between the hours of 8 a.m. and 4:30 p.m. If a new customer has called to request service at this address, the service person will leave the water on and will take a meter reading for billing purposes. Otherwise, the service will be turned off for a fee of $40.

A final bill will be mailed after your final meter reading, or may be available at the time your account is closed. Call our Customer Service department at 1-800-286-5700 between the hours of 8 a.m. – 4:30 p.m. to schedule this service.

Q: How often do you bill?
A: Residential customers are billed every three months, while some of our larger business and commercial customers are billed monthly.

Q: Why is my water bill so high?
A: Quite often high bills are the result of increased water usage. Adding water using appliances, i.e. a washer or dishwasher,

watering  a new lawn, filling a swimming pool or using a sprinkler system can increase

your water usage significantly.

If you have not had any water usage changes this nature, then you should check for leaks. Our Leaks Cost Big Dollars Fact Sheet explains how much water is wasted by leaks. There you can

also find information on how to find a leak.

Finally, while our meters are read with a high degree of accuracy, mistakes can occur. If you believe your meter was misread, please call our Customer Service department at 1-800-286-5700. We will visit your property to read the meter again and make any necessary corrections.

Q: Can you give me some tips to save on my water bill?
A: Connecticut Water has a Web page dedicated to indoor and outdoor water conservation. There you will find tips and our Water Calculator which will help you see how you can save water in and outside your home.

Q: How do I read my bill?
A: Visit our How to read your bill Web page which provides an explanation for the

line items on our bill. If you still have questions, please call Customer Service

at 1-800-286-5700.

Q: Why is my bill estimated and what causes an estimated read?
A: There are several reasons why your bill may be estimated:

• If your usage meter is located inside your home, we may not have access
• Your meter pit may be blocked or covered
• The meter may be damaged or its outside reading device may be missing
• Water meters operate like a car odometer. If one dial is between digits when the meter reader is there to take a reading, that reading may not be accepted. This is a temporary situation, and it is unlikely to occur on a regular basis.
• Possible failure of the meter reading equipment

If the meter reader left behind a meter reading card because he or she was unable to gain access to the meter, please follow the card’s instructions for taking the meter reading yourself.  This will us us to issue you an adjusted bill. This information can be mailed, or phoned in any time at 1-800-286-5700.

It’s also important to make sure the area near your meter pit or the outside meter

reading device is clear of debris and vegetation. If you notice the outside reading device

is damaged, please call us at 1-800-286-5700 to schedule a repair.

Q: What payment methods do you accept?
A: You can pay your bill several ways:

• Pay your bill online with a credit or debit card, or through your checking account. Be sure also to have your water bill handy. If paying through your checking account, you’ll need to create a member ID and password. You'll also need to provide your checking account information and account number the first time you log in.
• You can mail us a personal check in the envelope that’s provided with your bill. Please remember to write your account number on the check and include your bill payment stub.  This ensures your payment is applied to the correct account.
• Pay by credit card, personal check, cash or money order in person at any of our office locations.
• A check issued from your bank to our lockbox processor. These payments are not always made immediately. For quicker payment, you may want to pay directly from our Web site. By paying online with a credit card, the amount due will be credited to your account the next business day.  When paying online through your checking account, the amount due will be withdrawn from your checking account and credited to your water account within two business days.

Q: If I leave my home for the winter, should the water be shut off?
A: It all depends on your heating system and how long you will be away. We recommend you contact your plumber to see if your home’s interior pipes and fixtures need to be winterized. This is especially important if you have a hot-water heating system.

If your heat will be shut off for an extended period of time and the plumber drains and winterizes the system, you need to call us and schedule to have your water service shut off at the street. There is a turn on/turn off fee associated with this work, but it is needed to prevent the pipe that brings water into your home from freezing.

If you decide to leave the heat on while you’re away, it’s best to set your thermostat no lower than 55 degrees and have someone check to make sure your heating system is operating properly.

If you have any questions, please call one of our Customer Service representatives at 1-800-286-5700.